dendera complaint

ereynard

Dormant account
Joined
Sep 7, 2013
Location
usa
I joined here specifically so that I could put forth the information regarding dendera casino ( in know it is on the no can do list) and I wish I checked into that first maybe but it is what it is and they did pay me the first withdrawal so . . .

that said let me tell you this story as I want all to be warned once again what they are getting involved with.

I did hit and successfully withdraw about $6500 from them.

A week later I hit again and attempted to withdraw an additional $2500. This time my withdrawal was continuously mysteriously reversed. I spoke with live support regarding this.

here is the convo:

reynard, elaine (ereynard): i need someone to tell me what is going on

Duwayne: joined chat

Dendera Customer Care: joined chat

Duwayne: left chat

Dendera Customer Care: Hello


reynard, elaine (ereynard): I have been withdrawing the same withdrawal for a while now. first it was reversed by the casino after 72 hours. then it actually disapeared from reversble withdrawals and then reappeared just now with the last hour in my account again reversed

Dendera Customer Care: That's correct


reynard, elaine (ereynard): i sent an email after the first reversal requestig that it NOT be reversed again

Dendera Customer Care: Please don't deposit if you have a pending withdrawal


Dendera Customer Care: rather reverse


reynard, elaine (ereynard): it was no longer listed

reynard, elaine (ereynard): i assumed you were processing it

Dendera Customer Care: then contact us


reynard, elaine (ereynard): ok. i promise not to deposit here for 2 weeks. that ought give you time to complete it

reynard, elaine (ereynard): i really dont understand . can you please speed up the process somehow.

reynard, elaine (ereynard): i have been a good cistomer

Dendera Customer Care: not really


Dendera Customer Care: you are not very polite


Dendera Customer Care: and we asked you before to reverse instead of depositing


reynard, elaine (ereynard): i am polite, just upset

Dendera Customer Care: as the fees for deposits are quite high


reynard, elaine (ereynard): it was not listed as reversable

Dendera Customer Care: you could have contacted us


Dendera Customer Care: as you have done now


reynard, elaine (ereynard): i didnt realize there was a reason to think that it was still unprocessed

Dendera Customer Care: sigh


reynard, elaine (ereynard): as it was no longer listed in my account

Dendera Customer Care: please withdraw a portion of what you wish to withdraw and keep some funds to continue playing


Dendera Customer Care: do multiple withdrawals if you have too


Dendera Customer Care: 25 x $100


Dendera Customer Care:


Dendera Customer Care: or 1250 x 2


Dendera Customer Care: etc.


reynard, elaine (ereynard): i would prefer to leave the withdrawal as is and give you time to process it as there are fees incured on my end from the wire transfers. and as i am feeling uncomfortable with the process as a whole at the moment and need my faith restored by its completeion

reynard, elaine (ereynard): i can wait to play more once it is completed

Dendera Customer Care: Have you been paid previous withdrawals?


reynard, elaine (ereynard): yes

Dendera Customer Care: Have we not kept our end of the arrangement?


Dendera Customer Care: If you are not happy or trustworthy, please play somewhere else


Dendera Customer Care: we do not need players like you


reynard, elaine (ereynard): this one has been reversed and thus stalled twice by the casino

reynard, elaine (ereynard): and that is a tad scarey

Dendera Customer Care: is there anything else?


reynard, elaine (ereynard): why are you trying to fight with me?

Dendera Customer Care: we run a honest casino


Dendera Customer Care: people like you give the industry a bad name


reynard, elaine (ereynard): i have done nothing but play honestly

reynard, elaine (ereynard): i am worried about my withdrawal is all. i have not done anything to give anyone a bad noem

reynard, elaine (ereynard): name

Dendera Customer Care: and we have done nothing but apply procedures
you were made aware of

reynard, elaine (ereynard): i will wait for the withdrawal to process and then deposit again after. is that reasonablr?

Dendera Customer Care: nope


reynard, elaine (ereynard): why not?

Dendera Customer Care: Because we want players who trust us and who enjoy our casino


reynard, elaine (ereynard): i am trying to be one of those

Dendera Customer Care: we provide the best offers and service and really don't care for this


reynard, elaine (ereynard): are you refusing to process my withdrawal?

reynard, elaine (ereynard): are you refusing to process my withdrawal?

Dendera Customer Care: won't dignify that with a reply


reynard, elaine (ereynard): can you please explain where we stand right now?

Dendera Customer Care: there is nothing to explain


Dendera Customer Care: you are untrustworthy


Dendera Customer Care: and we have nothing to prove


reynard, elaine (ereynard): how am i untrustworthy?

Dendera Customer Care: lets end it here


reynard, elaine (ereynard): are you intending to process the withdrawal?

Dendera Customer Care: good bye


I mailed support and received this response:

Elaine,

Further to your Live Chat conversation held earlier, we feel it's best
to end our relationship here.

We do not appreciate the accusatory nature of your correspondence and
wish to stress that your withdrawals have always been speedily paid.

We will be refunding your deposits and sending a wire for the balance of
the $2500.

Your account will remain locked.

Regards,
Dendera Management

further communication went back and forth and I was told it would take 21 business days to complete.

Then I received this mail:

Hi,

Kindly note that we have refunded your credit card transactions in lieu
of payment.

This brings our relationship to a close.

Best wishes,
Dendera


so I sent them this:

on August 13 there was a zero balance in my account and no withdrawals pending. From that point I made $805.00 in deposits and had a pending withdrawal for $2500.00.



We incurred a misunderstanding on September 4 in which you interpreted my communication as "accusatory" and made indication that you would refund the credit card deposits and wire the balance of the $2500.00.



That remaining balance would total $1695.00.



If you are true to your word then you will finalize the agreement to which you set in motion and do this.



Thank you



elaine



to which they respond:

Hi,

You have been paid in full. No amount is outstanding.

Regards,
Dendera


SO I take it I am not seeing any of this money back. From the beginning I could not believe how quickly support became rude and cut me off . . in the end they simpley did not want to pay me further withdrawals.

I wonder if I can dispute payment with my credit card regarding these transactions???

thoughts?

I think they ought get moved to the rogue list personally
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
you can find Dendera on the not recommended list here: https://www.casinomeister.com/rogue-casinos/

I don't know what you previously wrote to prompt the rep to spoke as she did, but regardless, REALLY unprofessional of her IMO.
If you have any outstanding balances, you should be paid, THEN theyre free to close your account.
Good luck though - try sticking to the accredited list in the future:
Link Outdated / Removed
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
That CS person must have been the most rude one I've heard of ever:eek2:

Dendera is not a good casino I know that, but to treat any customer like that...well, I didn't know they could be stupid enough really.
It was like they thought you should be thankful just because they existed :rolleyes:

and welcome to CM Elaine:thumbsup:
 

ereynard

Dormant account
Joined
Sep 7, 2013
Location
usa
thinking . .

considering how quickly Dwayne left and management arrived. . . . I cant help but wonder if they had decided not to pay me from the start. I had sent them one previous email asking that they not reverse my withdrawals . .nothing more.

also, I find it curious that the management complains of the "cost" of processing credit card deposits . .have never heard such a thing before
 

ereynard

Dormant account
Joined
Sep 7, 2013
Location
usa
this morning's coospondance . .

I challenge them to show where I threatened them or swore at them. If I was just vindictive I would not have waited 2 weeksa on their promises trying to have faith they would hold to their word. very sad . .


Elaine Reynard

ToDendera Affiliates







I have never sworn at staff and you stopped addressing this with me yesterday. You have no followed through with what you have said you would, you can use previous payments to settle current withdrawals. you are telling lies you can not back up or prove, I have every cooraspondance between us from the very first welcome to dendera email . .







From: Dendera Affiliates <[email protected]>
To: [email protected]
Sent: Thursday, September 19, 2013 12:24 AM
Subject: Re: Fw: Thank you (Support #20110020)



Because you have decided to post on several casino forums, we will no
longer be addressing this with you.

We will be posting all correspondence showing how you swore at staff,
threatened to CB etc.

You received everything that you should have.

It's a shame there are people like you trying to make a living by
screwing other people over.

Good luck in life.
 

ereynard

Dormant account
Joined
Sep 7, 2013
Location
usa
sure

I have been playing online off and on for over 5 years. It generally depends on my finances lol. I enjoy gambling both online and off (a sad addiction I foster when I can afford too).

I used to play at several rival back when ewallet was in operation and I think simon says will forever remain a favorite of mine although they no longer accept us players. I have dabbled wih a few rtgs and I think manhatten is my goto deposit place right now.

I used to play the free spins and tourneys at atlantis gold and made a couple deposits there but haven't done that in a while.
 

GGW Laurie

Dormant Account
Joined
Jun 16, 2006
Location
In the Beautiful South !!
I have been playing online off and on for over 5 years. It generally depends on my finances lol. I enjoy gambling both online and off (a sad addiction I foster when I can afford too).

I used to play at several rival back when ewallet was in operation and I think simon says will forever remain a favorite of mine although they no longer accept us players. I have dabbled wih a few rtgs and I think manhatten is my goto deposit place right now.

I used to play the free spins and tourneys at atlantis gold and made a couple deposits there but haven't done that in a while.



This is good that you play at one CWG casino , they would never ever talk to a player like that other casino did , they have class.

As a US player it is slim pickings for us , might I add that JPC , InetBet and 3 Dice are also excellent casinos for American players who want to be treated with respect. These casinos can be found here on CM in the accredited casino section along with others.

Much luck,

Laurie
 

ereynard

Dormant account
Joined
Sep 7, 2013
Location
usa
I really wish there were rival accredited choices as it is my favorite gaming platform . . unfortunately most no longer accept us and the ones that do . . . well I have learned my lesson well now
 

ereynard

Dormant account
Joined
Sep 7, 2013
Location
usa
in being fair . .they have now refunded 1 25$ deposit of the 800 + in leiu of the $2500 withdrawal . . . . but according to them I am screwing them over by forum posts and we are somehow square :what:
 

ereynard

Dormant account
Joined
Sep 7, 2013
Location
usa
nope

they refunded SOME of the credit card deposits . .never paid anything of that win aside from that
 

rena35

Meister Member
Joined
Feb 17, 2012
Location
cyber space
I stopped playing at Dendras and deleted them from my PC after i saw how you were treated. They are really bad news :machinegu
 

mrmark21

Dormant Account
Joined
Nov 13, 2012
Location
australia
That's disgusting! Make sure they pay you what's rightfully yours first and then close your account...

That was not the right way for them treat you and it certainly wasnt the right way for them to see a return deposit. Theres no reason to play at this clip joint. There are plenty of decent casinos available especially the CWG. I'm also pretty sure that Slots Capital (Rival) that's accredited at CM just reopened their doors to players from the US. Keep this thread updated.

Who is Duwayne?

P.s. You might also want to contact Kasino King as he promotes many Rival white label casinos on his website. I can see Dendera on there as well as their sister casino Cash A'lot. He might be able to help :)
 

SlotsLover

Dormant account
Joined
Jun 25, 2010
Location
California
kasinoking

Why don't you see if kasinoking can help you out? I believe he may have Dendera listed on his website and I have seen in previous posts that he can sometimes be a helpful conduit to some casinos that CM does not deal with.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
P.s. You might also want to contact Kasino King as he promotes many Rival white label casinos on his website. I can see Dendera on there as well as their sister casino Cash A'lot. He might be able to help :)
Cash A'lot is not even a casino as far as I'm aware - I think you mean Cash O'Lot.
THAT is a sister casino to Tropica, not Dendera who are a solo casino and NOT a white label.
(The easy way to tell, is that no white label Rivals accept USA players).

And yes, I will always TRY to help players at any casino I list, even if they didn't sign-up via my websites. But players should be aware that the casinos are under no obligation whatsoever to discuss their issue with me if the player did not use one of my links.

KK
 

maphesto

Dormant account
Joined
Jun 5, 2009
Location
Sweden
Cash A'lot is not even a casino as far as I'm aware - I think you mean Cash O'Lot.
THAT is a sister casino to Tropica, not Dendera who are a solo casino and NOT a white label.
(The easy way to tell, is that no white label Rivals accept USA players).

Is this a fact? :confused:

From Dendera today:

Dendera Casino is owned and operated by Silverstone Overseas LTD, 3 Greencroft Rd, Consett, County, Durham, DH8 7DU, UK.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Why anyone continues to play at or promote Dendera after their chequered history I will never know.

IMO some people just go looking for trouble.

If I were an affiliate promoting them, and saw the behaviour of that CS agent, AND the decision to stop payments because the OP posted on forums, I would be taking them down immediately....but then I wouldn't be promoting them.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Is this a fact? :confused:
No, it's not a fact - it's what I believe to be the case. I will get it clarified.

Back to the case in hand - looking back I see I already contacted the casino about this and got this reply back in mid-September:
Hi KK,

Thank you for brining this matter to our attention.

We have been going back and forth with her for some time.

We have paid her in full and have tried explaining it to her, but she is not satisfied.

She made subtle threats to charge back "would you prefer it if I contacted the bank", told us she was a single mother of eight living on a dirt road, threatened us with forum posts etc.

I can see that the agent was rude and I will address that immediately, however there are other exchanges prior to this where the same agent was sworn amongst things.

Further to this, there is not much else to discuss.

We paid her withdrawals and refunded her deposits. She walks away with 6k profit after 1 month of playing. Ask her why would we pay 6500 and then hold back on a $1000?

You are welcome to post this on the forum.

Regards,
Xxxxxxx
As with most disputes between players and casinos, there are usually 2 sides to every story.
Now you have the casino's side.

KK
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
If any CS representative would talk to me like that I would spend my last penny to find this person and take care of that person myself.
This casino is rotten to the bone and a CS representative talking like that is just below any standard of etiquette.
What a bunch of clowns.
Probably some lowlife scumbags running the show.
Will make sure that Dendera will get some bad publicity amongst my contacts and friends,casino's like this should be banned by everyone.

I spit on that conversation OP posted in opening post.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
They have jerked around so much that they have made it hard for the player to reconcile what has been paid with what was withdrawn. THEY were the ones that kept placing the last withdrawal back in the players' account, yet giving no explanation. The player DID trust the casino, which is why they assumed that the withdrawal was being processed as per usual once it vanished from the pending queue. Had the casino done what it was supposed to do, then the issue would not have blown up. It was THEY who dented the player's trust in them by suddenly jerking them around over the latest withdrawal, despite them having paid before.

The player then decided to wait for two weeks until the withdrawal is paid before they would play again. Somehow this offends the casino and is seen as accusatory. This is utter BS, unless of course they had absolutely NO intention of paying right from the start, and the player was supposed to lose patience with all the jerking around and lose the $2500 back, which would vindicate the casino of any wrong doing, and enable them to accuse the player of being to blame for not showing restraint and blowing the lot back.

Posting on the forums is the inevitable consequence of them being a "no can do" in a more discrete dispute resolution service.

After having paid in a roundabout manner, they are claiming they are all square, but either the player or the casino are very bad at maths, as the numbers don't add up.

The player should not worry about the account being locked, it's a good thing as it prevents further play at such a dodgy outfit.

They only have US players because there is so little choice because the best casinos mostly don't allow US players.

Since they accept the CS was rude, they should understand that rudeness from the customer is an inevitable consequence of this, and deal with it. PROFESSIONAL CS agents are trained to deal with the rude customer by trying to ease the situation, and being rude back only causes the situation to blow up out of control. Obviously this CS department is staffed by untrained "amateur" agents, who have very thin skins when it comes to conflict situations.

Trying to rip off your customers is certain to lead to conflict, Rival should be used to it by now.
 

Googobucs

Dormant Account
Joined
Sep 18, 2013
Location
Florida, USA
I guess I don't really understand the logic of refunding the deposits. They should have just paid her winnings and then closed her account if they don't want her as a player.
If I make a deposit and win, but they don't like me because I'm a single mother living on a dirt road, they can just say FU and confiscate my winnings and refund my deposit??

CM is creating opportunities for folks to move up out of the Rogue pit to not recommended. I guess the opposite of that is some folks should be given the opportunity to move from not recommended to the rogue pit as well??
 
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